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    Analyst I - Huntsville, United States - TPG TeleManagement

    TPG TeleManagement
    TPG TeleManagement Huntsville, United States

    4 weeks ago

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    Job Description

    Job Description

    About usTPG, INC. is currently the leader in independent, third-party quality assurance for customer experience and interaction management to Fortune 500 businesses. TPG is professional, data-driven, and fast-paced.

    Its goal is to evaluate customer experience and optimize their customers' businesses by helping them better understand and improve their customer interactions.

    TPG delivers predictive intelligence, analytical reporting, and hands-on assessments by applying data sets to its proprietary, AI-based evaluation and reporting platform.

    TPG generates impactful results by developing individualized quality performance goals alongside our clients.

    Our work environment includes the following:
    Growth opportunitiesInternational WorkforceOn-the-job trainingFlexible working hoursRelaxed atmosphereCompany perks


    Job DescriptionAs a Quality Assurance Analyst, you will be responsible for the quality control of data collection, observation, and evaluation of interactions between clients and customers and the documentation of these interactions.

    You will be expected to analyze interactions between clients and customers by listening and observing voice, email, and interactive chat mediums, accurately evaluating and scoring these interactions, and providing accurate and scalable product deliverables.

    Quality Assurance Analyst provides valuable insight by contributing strategic inputs to client deliverables and supporting workstream requirements.

    Quality Assurance Analysts are expected to accurately evaluate interactions and provide accurate analysis of data outputs based on information provided via the AI Platform and Compendium.

    Quality Assurance Analysts must demonstrate a willingness to learn and develop a clear understanding of the company's compendium applications and evaluation processes and support the development of product deliverables.

    Quality Assurance Analysts must be eager to learn and understand System (Compendium) Applications and all related product deliverables.

    Quality Assurance Analysts must appreciate and understand how Compendium and all associated applications are deeply rooted across our client's Product Offerings.

    You will be responsible for working with and supporting team members on the creation of products utilizing the various Compendium Applications.

    Data integrity and accuracy are crucial to successfully delivering these client products that directly influence and drive client ROI.Team ContributionResponsible for the accurate collection of information, analyzing data, and evaluation of that dataUnderstands the story of the data and how they contribute to our ability to deliver both our Human Diagnostic and Dynamic AICompletes all of their analysis on time with limited oversightAbility to self-diagnose work to ensure accurate and consistent scoringMeets all of their analysis on time with limited oversightActively utilize the company's software suite to create proficiency in the products that we marketBe receptive to coaching and professionalSupport Quality Assurance Team on workstream and client deliverablesMeet both individual and team revenue and sampling goals each monthParticipate in all scheduled development activities, including calibrations, feedback sessions, training,special projects, etc.

    Understand the company's product offerings and how to apply themLeverages Ideal Conversation Platform, On-Demand reporting, and data health reports to diagnose solve any data discrepancies in their delivery

    Our Client's Business RelationshipsEnsures the health and accuracy of their analysis by fully understanding their client's business and Evaluate CompendiumsProvide client-related support to contribute to the strategy for your clientUnderstand and remain current on knowledge of the client's programs and goalsUtilize voice, chat, and email media, observe and accurately evaluate interactions between clients andcustomersResponsible for monitoring, gathering, and evaluating customer and client interactions via variousmediums

    Interpersonal and Communication SkillsetCreate professional and positive lasting connections with colleagues, clients, and partners alike whointeract with the companyDemonstrate strong interpersonal and communication skillsAbility to create and deliver clear written communication with great attention to detailCritical thinking skills and intellectual curiosityPersonal accountabilityAbility to work independently, establish priorities, and meet deadlinesA strong work ethic that will enable the delivery of revenue each monthProficiency in or knowledge of using a variety of computer software applications, especially Microsoft Office SuiteAbility to handle sensitive and confidential situations and documentationPresentation and verbal communication skillsGoalsEngage in short and long-term business goals by providing insight and innovative solutions to leadershipDevelop plans and ensure delivery of our systemic processes

    Qualifications1+ years of work

    experience/educationBachelors DegreeMulti Lingual- Cantonese

    Additional Qualifications PreferredExperience in

    Telecommunications,

    Customer Services, and Quality Assurance Services.

    BenefitsExcellent Benefits PackageCompetitive SalaryTremendous Opportunities for Upward MobilityPositive People Culture & Work Team Environment

    SupervisionThe Quality Assurance Analyst reports to Team LeaderPhysical RequirementsSitting and standing for long periods may be necessaryMove around the office, use of hands for typingAbility to hear and see read from a computer monitorAbility to travel if required (limited)

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